BusinessTrust Dispute Resolution Mechanism

The BusinessTrust Global Reliability Programme has in place a 3-Step Internal Dispute Resolution Mechanism for handling disputes that arise between trading parties, they are:

(i) Direct Negotiation
(ii) Recommendation for Settlement
(iii) Mediation

In the event that the BusinessTrust -DRU fails to resolve the disputes satisfactorily, the BusinessTrust Secretariat would direct and advise the parties concerned to access an independent Alternative Dispute Resolution (ADR) scheme such as the Singapore Mediation Centre or the Small Claims Tribunal.

Step 1: Direct Negotiation

Complaints would be directed in the first instance to the licensee.  The licensee would first try to reach an agreement by communicating directly with their customer. The licensee would investigate all grievances received from the customer, or made on behalf of the customer promptly and diligently.  If the grievance is complex and the investigation into the grievance cannot be completed within 3 working days of the receipt of the customer’s complaint, a written acknowledgement would be sent to the customer. The acknowledgement would contain an indication of when a full investigation can be completed.

Step 2: Recommendation for Settlement

If the parties are unable to resolve the dispute through Direct Negotiation within 7 working days, they may request the assistance of the BusinessTrust Dispute Resolution Unit (DRU). The BusinessTrust-DRU would facilitate positive, solution-oriented discussion through email between the parties. In addition, the BusinessTrust-DRU would assist the parties to identify issues to be resolved and provide guidance to reach an acceptable and mutually agreeable solution. However, the BusinessTrust-DRU does not act as a judge, and would only offer a Recommendation for Settlement based on the evidence provided.

If the parties are unable to resolve the dispute through the BusinessTrust-DRU's Recommendation for Settlement, the complaint would be forwarded to the BusinessTrust Mediation Panel. The panel consists of a broad range of individuals from industry professionals and practitioners. There is a non-refundable $150.00 mediation fee chargeable per party. The BusinessTrust Secretariat would assign a mediator once the parties have filed for mediation assistance. The mediator would attempt to mediate and resolve the dispute either through email or face-to-face consultation at the BusinessTrust Secretariat's office on a pre-arranged date and time. An appeal for the decision of the mediation proceedings can be made to the BusinessTrust Secretariat within 7 working days of the mediation.